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Globalization, Communication and the Workplace

Author: Gail Forey

Publisher: A&C Black

ISBN: 9781441105356

Category: Language Arts & Disciplines

Page: 288

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The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. The major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.
Globalization, Communication and the Workplace
Language: en
Pages: 288
Authors: Gail Forey, Jane Lockwood
Categories: Language Arts & Disciplines
Type: BOOK - Published: 2010-06-24 - Publisher: A&C Black

The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. The major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the
The Routledge Handbook of Language and Professional Communication
Language: en
Pages: 584
Authors: Vijay Bhatia, Stephen Bremner
Categories: Language Arts & Disciplines
Type: BOOK - Published: 2014-02-24 - Publisher: Routledge

The Routledge Handbook of Language and Professional Communication provides a broad coverage of the key areas where language and professional communication intersect and gives a comprehensive account of the field. The four main sections of the Handbook cover: Approaches to Professional Communication Practice Acquisition of Professional Competence Views from the
The Routledge Handbook of Language and Intercultural Communication
Language: en
Pages: 632
Authors: Jane Jackson
Categories: Foreign Language Study
Type: BOOK - Published: 2012-03-15 - Publisher: Routledge

A comprehensive introduction to the multidisciplinary field of intercultural communication, drawing on the expertise of leading scholars from diverse backgrounds.
The Routledge Handbook of English Language and Digital Humanities
Language: en
Pages: 606
Authors: Svenja Adolphs, Dawn Knight
Categories: Language Arts & Disciplines
Type: BOOK - Published: 2020-04-16 - Publisher: Routledge

The Routledge Handbook of English Language and Digital Humanities serves as a reference point for key developments related to the ways in which the digital turn has shaped the study of the English language and of how the resulting methodological approaches have permeated other disciplines. It draws on modern linguistics
Language in Business, Language at Work
Language: en
Pages: 343
Authors: Erika Darics, Veronika Koller
Categories: Language Arts & Disciplines
Type: BOOK - Published: 2018-01-31 - Publisher: Bloomsbury Publishing

Packed with contemporary examples from the business world, this is an exciting and engaging text which explains how language works in business, how to analyse it and how to use it in an informed and creative way. The book is split into three parts, which look at business communication from